Account Services Manager

SECU • Raleigh, NC

2d

About The Position

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team! Position Overview The Account Services Manager is responsible for the strategic and day-to-day leadership of the Account Services department. This role provides operational, regulatory, and people leadership across highly complex and risk-sensitive functions, including garnishments, levies, escheatment, and deposit-related processes. The Manager serves as a subject matter expert in applicable federal and state statutes and regulations, ensuring full compliance while driving operational efficiency, continuous improvement, and scalable process design. This position plays a critical role in risk management, audit readiness, vendor oversight, and cross-functional project execution aligned with organizational priorities.

Requirements

• Bachelor's in Business, Economics, Finance, or related field
• 5 years of relevant experience can be considered in lieu of degree
• Advanced knowledge of state tax garnishments, federal tax levies and unclaimed property
• 3 years of management and team leadership experience
• Proven project management and cross-functional coordination skills
• Strong understanding of regulatory compliance, risk management, and audit support
• In-depth knowledge of SECU systems and deposit products/services
• Must have intermediate knowledge of Microsoft Office products including Word, Excel (macros), Outlook, and PowerPoint
• Extensive experience and knowledge of various SECU systems including, but not limited to: 3270, Teller, Platform, OnBase
• Exceptional analytical, problem-solving, and decision-making skills
• Strong written and verbal communication skills
• High attention to detail, accuracy, and documentation standards
• Ability to collaborate effectively in both on-site and remote work environments
• Professional demeanor and strong interpersonal skills

Nice To Haves

• 5 years of management experience
• 10 years of relevant experience with state tax garnishments, federal tax levies and unclaimed property

Responsibilities

• (30%) Team Leadership & Performance Management – Directly manage, coach, and continued development of a team, fostering a culture of accountability, efficiency, and continuous improvement. Oversee hiring, onboarding, training, performance evaluations, and corrective action processes in alignment with organizational policy. Ensure consistent adherence to departmental policies, procedures, and service standards. Evaluate workflows and tasks to improve productivity, optimize resources, and align department outputs with organizational goals. Approve time off and manage scheduling to ensure appropriate coverage and service continuity.
• (25%) Strategic Operations & Project Management – Lead the planning, testing, implementation, and delivery of complex ad hoc and enterprise initiatives based on process evaluations, regulatory changes, and organizational needs. Partner closely with EPMO, IT/IS and other stakeholders to define requirements, coordinate system testing, mitigate risks, and ensure successful project execution. Ensure all projects are completed on time, within scope, and with a high degree of accuracy, documentation, and compliance.
• (20%) Regulatory Expertise & Advanced Research – Serve as the escalation point and subject matter expert for complex garnishment, levy, escheatment, and deposit-related inquiries, complaints, and exceptions. Conduct statutory and regulatory research and interpret changes to ensure compliant execution across all applicable processes. Review and approve updates to manuals, procedures, and Quick Reference Guides (QRGs) to ensure accuracy, clarity, and regulatory alignment. Prepare organization communication for process and procedure changes and reminders.
• (15%) Vendor & Third-Party Management – Support vendor management activities, including communication, issue resolution, change management, and SLA performance tracking. Identify risks, process gaps, and improvement opportunities related to third-party services and escalate or remediate as needed.
• (10%) Process Optimization & Risk Mitigation – Continuously review garnishment, levy, safe deposit box, unclaimed property, and other deposit-related processes to identify inefficiencies, inconsistencies, and control gaps. Implement corrective actions and enhancements to strengthen compliance, reduce operational risk, and improve member and internal partner outcomes.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager